Senior Partner Support Executive

About the role

Tripadvisor is currently seeking a Senior Partner Support Executive to become part of their growing operations team based in London, United Kingdom. This role is centered on delivering exceptional support to key business partners who rely on the Tripadvisor platform to connect with travelers worldwide. The Senior Partner Support Executive will handle complex partner inquiries, manage ongoing relationships, and play an active role in improving the overall partner experience. You will serve as a trusted liaison between partners and internal departments, ensuring that partner needs are understood and addressed in a timely manner.

Key facts

What you'll do

1. Act as the dedicated support contact for a portfolio of assigned partners, responding to their operational questions and concerns in a professional and timely manner.

2. Investigate and resolve partner escalations that involve listing inaccuracies, booking system issues, account access problems, and other platform-related challenges on Tripadvisor.

3. Work hand in hand with internal departments including sales, marketing, product, and engineering teams to relay partner feedback and help drive practical solutions.

4. Track and analyze partner satisfaction data on a regular basis, identifying recurring patterns or trends that may signal the need for process changes or additional resources.

1. Prepare comprehensive reports and summaries documenting partner interactions, resolved issues, and overall support outcomes for review by management and leadership.

6. Guide new partners through the onboarding process by introducing them to Tripadvisor platform features, available tools, and recommended practices for achieving success.

7. Stay current with all updates to Tripadvisor partner programs, internal policies, and product changes so that guidance provided to partners remains accurate and relevant.

8. Coordinate with regional support teams across different markets to maintain consistent service quality and ensure partners receive a uniform experience regardless of location.

9. Design and deliver training sessions or written materials that help partners understand how to use Tripadvisor's platform features to maximize their visibility and bookings.

10. Take a proactive approach by reaching out to partners regularly to gather feedback, identify unmet needs, and explore ways to deepen the working relationship.

11. Manage and prioritize a steady flow of partner requests, ensuring that service level agreements and response time targets are consistently met.

12. Contribute ideas and suggestions for improving internal support workflows, knowledge base content, and documentation to make the team more efficient over time.

Requirements

1. Substantial experience in a partner support, account management, or customer success role, preferably within the travel technology or hospitality industry sector.

2. Outstanding written and verbal communication abilities, with the capacity to present complex technical or operational information in a clear and accessible way.

3. A demonstrated track record of managing multiple partner accounts at the same time while maintaining a high standard of accuracy and attention to detail.

4. Hands-on experience with SaaS platforms, partner-facing portals, and customer relationship management systems in a professional support or service environment.

5. A bachelor's degree or equivalent combination of formal education and practical work experience in business administration, communications, or a closely related discipline.

6. Willingness and ability to align working hours with the London, United Kingdom time zone, with some flexibility to accommodate partner needs across different regions.

7. A minimum of several years spent in a client-facing or partner-facing support capacity, showing progression toward more senior responsibilities over time.

8. A self-driven and organized individual who can manage independent tasks effectively while also contributing positively to a collaborative team environment.

Nice to have

1. Previous experience specifically supporting hotel or hospitality partners within the online travel and accommodation booking industry.

2. Familiarity with Tripadvisor's product offerings, partner programs, and the broader travel technology ecosystem would be highly beneficial.

3. Exposure to data analysis or reporting tools that can be used to monitor partner performance metrics and support team effectiveness.

4. Additional language skills beyond English, especially languages commonly spoken in major travel and tourism markets around the world.

Skills & tools

1. Working knowledge of CRM systems such as Salesforce or HubSpot for maintaining detailed partner records and tracking all interactions over time.

2. Comfort using internal support ticketing platforms and knowledge base software to log, categorize, and resolve partner issues efficiently.

3. Strong proficiency with office productivity suites including Microsoft Office or Google Workspace for creating reports, presentations, and supporting documentation.

4. Ability to read and interpret data from analytics dashboards that track partner engagement levels, support ticket volumes, and resolution times.

5. Highly developed organizational capabilities with the skill to manage competing priorities and shifting deadlines in a demanding and fast-paced work setting.

6. A solid understanding of travel industry concepts, online booking platform mechanics, and the expectations of partners in this sector.

Practical notes

1. This position is physically based at Tripadvisor's London office, and regular on-site attendance during standard business hours is expected as part of the role.

2. The Senior Partner Support Executive will report directly to the Partner Support team lead and will be integrated into a supportive and growing team structure.

3. All successful candidates should be prepared for a structured onboarding period designed to build thorough familiarity with Tripadvisor's partner programs, internal systems, and working practices.

4. Performance in this role is evaluated through regular review cycles that consider both partner satisfaction scores and the individual's overall contribution to team objectives and goals.